12625 N I-H 35 Reviews

Difficult to connect with live person when needed; also confusion about coverage

I didn’t like the technician came to repair our frige today because he didn’t fill me in what was going on and kept talking to other technician on Zoom so I was completely in the dark. It took him 2.5 hours to fix what I presume was a leak but I had to put our dogs outside the whole time so he could focus on work and other stuff. I know it’s under Sears Home Warrantee but I’m not so happy about it now.

Very difficult to be reached out

Technician Thomas was very thorough.

The washer was not put back together properly- a small metal spring was sticking out at the bottom of the gasket- easily seen and should have been noticed. We are currently struggling to get it back on so we can do laundry. He was here 30 minutes, the cost for that is outrageous and now we are struggling to get it properly put back together. Update:I was scheduled to have a technician out yesterday to fix the issue the previous technician created. I waited all day, kept being told I was on the schedule and would be updated. I checked back every few hours and got the same message back. They never showed up. I am waiting again today, assured they are coming. I called the number I was given that was to “make this right for me” only to find no humans available/ system said I had no service scheduled. I keep getting texts thanking me for my patience, I have none left. If a human from Sears reads this, give me a number that connects to an actual human being. This needs to be resolved today! Update 2: no show again today. This is thd worst customer service I’ve experienced in some time. All electronic, no access to humans and no responsive communication to an issue they caused. Same AI generated responses no matter what I write. Extremely disappointing and not in the least customer oriented. I’ve given up on Sears customer service. I got some help from a friend and we fixed it ourselves. I’m tired of waiting on them, it’s not worth the stress and lost time this has caused. It was the principle, the need for them to show some decent customer service after getting my $$. But it is not worth my wasted time and frustration. I will never use them again which is do disappointing/ for years I could count on Sears, never again.

They markup parts 50%+ and charge close to $150/hr labor. On top of that they use a ChatBot for all things customer service so you'll never speak to a person if you have any issues. The tech that came out was decent but Sears is not the way to go.

The tech showed up today May 29th to finish repair on my AC.. did not come out of the Truck… sent me a bill for $100. Called me and told me he wouldn’t finish the job because he didn’t feel safe in my house! He said I was rude to him on May 18th. This was the worst experience I’ve ever had!!!

Technician Frank was the worst ! He did not perform any testing or diagnosis at all on the JennAir radiant cooktop I called to be serviced. He wanted to just order replacement parts that he was not certain he needed. Very disrespectful to customer. Poor customer service. I do not recommend using this technician Frank.

The Sears technician acted unprofessionally. He claimed that LG would not cover the repair costs because my wife had broken the machine. We called LG and explained the situation; they were astonished that he would suggest my wife had broken an internal part of the washing machine—a part to which she has no access. We expected a technician to arrive with the necessary parts to perform the repair, just as LG customer service had explained to us; instead, we got someone who needs training on the new washing machine models. The technician left our home and returned later to try to apologize, but the damage was already done. If it were possible to give a rating lower than one star, I would give him zero for judging people and making accusations without having all the facts. We are now waiting for a certified LG technician to repair our washing machine—a repair that LG guarantees will be carried out.Futhermore, we refused to sing the completed order, and he forged our signature by drawing a line. We reported all of this to LG.

Do not hire Sears!!! I am having serious issues with Sears getting my appliance repaired. Repair and service is terrible. I need to talk to a person ASAP. Please give me your contact information so I can give you more details to resolve this issue. I need to talk to a LIVE person, not that 1-800 phone line to a BOT. Once resolved, I'll be happy to remove this rating and comment.